The Workflow Analyst/Real-Time Analyst position is devoted to performing all tasks and activities necessary to ensure that resources are optimized, and business goals are met. They are primarily responsible for effectively delivering near-time and intraday performance and volume management with the purpose of optimizing resources to achieve business objectives
Position Responsibilities:
Monitor and manage workload volumes across sites to ensure optimal staffing levels, balanced resource allocation, and uninterrupted service delivery.
Prepare and distribute accurate workforce management reports, including Service Level performance, Turnaround Time (TAT) monitoring, queue management, and daily operational metrics.
Coordinate daily workload prioritization and distribution strategies, while managing schedule adjustments, leave requests, shift swaps, and non-productive time (NPT) allocations based on business needs.
Track and communicate shrinkage factors, leave allocations, and workforce impacts, serving as the primary point of contact between Operations and Workforce Management teams to support staffing plans and operational performance.
Analyze workforce data, identify performance gaps and process improvement opportunities, investigate data quality issues, and recommend solutions to enhance scheduling efficiency, team member satisfaction, and overall business performance.
Required Qualifications:
1-2 Years of WFM Experience preferably in back-office support
Knowledge in Metrics Reporting
Intermediate Excel Skills
Basic Workforce Optimization Techniques
Preferred Qualifications:
Intermediate Excel Skills
Basic Powerpoint and Sharepoint Skills
VBA not required but a plus
Data Visualization
Basic Statistics
Data and Reports Analysis or Business Intelligence Reporting
When you join our team:
We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com
Working Arrangement
Hybrid
Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.
Visit www.Manulife.com to find out more.
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